 |
|
 |
Many organizations today make the mistake of approaching customer relationship management from a functional or "siloed" perspective. Conversely, iCRM takes a holistic, integrated view of the domain of customer relationships-- a view that lays a solid foundation for our client engagements by carefully considering CRM's many dimensions from high level strategy through ground level implementation.
Proper integration involves first evaluating various components affecting the customer relationship, including:
|
| External environment |
 |
Economy |
|
Competitive analysis |
|
Supply chain factors |
|
Channel factors |
|
Technology infrastructure factors |
|
Financing availability |
| |
| Customer |
|
Customer base characteristics, including behaviors, attitudes, wants and needs-- current
and future |
|
Opportunities and threats for customer base growth, enhancement, retention |
| |
|
| Information |
|
Information needs/gaps for relevant capture, analysis and dissemination |
|
Intra-company relationship and information sharing between sales, marketing and
customer service |
|
Analytics as an integral part of the data process and strategic feedback loop |
| |
|
| Market and Marketing Strategy |
|
Product/service value proposition alignment with changing needs |
|
Strategic market research data to reinforce existing course, or argue for new directions |
|
Marketing mix and segmentation strategy |
|
Channel effectiveness |
|
Marketing/Loyalty programs productivity |
| |
|
| Organization |
|
Organizational attitude toward and alignment with customers-- |
|
Transaction seeking or long term relationship building? |
|
Organizational touch points for customer interaction-- effectiveness and efficiency |
|
Organizational skills required versus achieved |
|
Supply chain demands versus capabilities |
| |
|
| The effectiveness of your organization can be increased by seeking and achieving strategic marketing goals, such as: |
|
Entering new markets |
|
Developing new products or technologies |
|
Serving new or expanded customer needs, and |
|
Redefining the competitive playing field |
| |
|
| Similarly, the efficiency of your organization can be highly improved by seeking and achieving operational goals, such as: |
|
Reduction of distribution costs |
|
Streamlining of order processing and inventory management, and reduction of excessive customer acquisition cost |
By developing collaborative partnerships, deploying the most effective strategies, and targeting the right customers, iCRM can help you improve the bottom-line of your organization. Our programs and solutions are not off-the-shelf or canned products. They are meticulously designed and developed to suit each organization’s needs and capabilities.
|
|
| |
